Wed.Jan 29, 2025

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The role of AI in automating quality monitoring

Callminer

AI is transforming the way call centers operate in numerous ways, including by automating quality monitoring and enabling companies to maintain rigorous quality standards. Learn how in this blog.

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Ten Ways to Turn Organizational Silos into Collaboration Engines

eglobalis

My article originally posted at [link] Turn silos into strengths by embracing cross-departmental collaboration for better communication, faster innovation and stronger results. The Gist Silos as assets. Transforming silos into centers of expertise encourages cross-departmental collaboration and drives organizational growth. Shared accountability drives success.

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15 Customer Experience Predictions for 2025

Adrian Swinscoe

This is the sixth year that Ive compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set [] The post 15 Customer Experience Predictions for 2025 first appeared on Adrian Swinscoe.

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Lesson #8 Revisited: The Convergence of VoC and Market Research in the Age of AI

PeopleMetrics

In Listen or Die , I highlighted the distinct purposes of Voice of Customer (VoC) programs and market research. While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. In 2017, these two disciplines were starting to converge. Today, thanks to AI, that convergence has accelerated in ways that I could never have imagined 8 years ago.

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An Introduction to AI in Customer Service

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

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DMG Consulting Releases 2024 – 2025 Knowledge Management for the AI-Enabled Enterprise

DMG Consulting

MEDIA ALERT DMG Consulting Releases 2024 2025 Knowledge Management for the AI-Enabled Enterprise AI driving strong momentum and accelerated expansion in this underappreciated sector Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services What: Releases 2024 2025 Knowledge Management for the AI-Enabled Enterprise Report When: Today, 14 January 2025 Where: Available at the DMG Consulting online store Background: DMG Consulting LLC, a

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Why It is Good to Have Outspoken Employees

The DiJulius Group

Outspoken Employees Outspoken employees can be considered negative, especially when employee feedback is given outside of an employee survey. Whenever I conduct a leadership workshop around our latest book The Employee Experience Revolution, one consistent question that comes up is how to handle negative employees. I have heard other experts answer this quickly by saying, Read Full Article The post Why It is Good to Have Outspoken Employees appeared first on The DiJulius Group.

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